Likelihood to Recommend

AgentTime Scheduler

Easy for employees to adjust everything on time and it has smart scheduling features as compared to other software. AgentTime Scheduler is always one step ahead of others. However, the problem encountered by customers is that they cannot manage to sign in to the system to print schedules prepared for them and we keep getting negative feedback.

Genesys PureEngage

I think Genesys PureEngage is not appropriate for small contact centers. Genesys PureEngage has not been able to adapt to small contact centers because their prices are not proportional. It seems on occasion that if the platform is less than 500 agents it is ignored. For large contact centers with recording and outbound needs, I would recommend it.

Likelihood to Renew

Because Genesys PureEngage helps the company to reduce costs, improve sells, give to contact center more operation controls. Genesys invest a lot of money and effort every year to give the best way to their clients to improve the business and CX

Reliability and Availability

There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.

Support

Giving this rate especially for eServices support team which help us immediately and pin point the issue directly. Most of the time, we raised issue to genesys support regarding to social media, they're replied a solution or a way to get rid of the problem after sending initial response which means they cared about the case.

Online Training

Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.

Alternatives Considered

We had many problems with a similar program in the organization and we decided we are interested in another software for time schedule and some of our customers recommended AgentTime Scheduler. We then used it for testing. Our first impression was positive about the software after spending 3 weeks and immediately we started to use it in the whole organization.

PureEngage has perform as well or better than other platforms that I have currently used or am currently integrated with. I would say that PureEngage is sometimes on the more expensive side of things but you get what you pay for.